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Guest Services Manager: Ocean Beach ResortThe NRMA · Umina Beach, AU-NSW, au
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The NRMA

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Guest Services Manager: Ocean Beach Resort

🗓️ Posted 2026-10-08 Umina Beach, AU-NSW, au Full-time Hybrid Hospitality Tourism
💰 Salary Not shared 📊 Market A$5,000–A$6,667/mo

About the Company

With properties in some of Australia's most iconic locations, NRMA Parks & Resorts provide accommodation that suits every budget, style, and occasion - from campsites to luxury resorts. We connect holidaymakers with over 50 incredible destinations to create unforgettable holiday experiences. Part of the trusted NRMA Group, a member-owned brand, our passionate team works together to make holiday magic happen-it's not just our job, it's in our nature.

About the Role

At NRMA Ocean Beach Holiday Resort, no two days at Front Office look quite the same. One minute you're welcoming families ready to start their holiday, the next you're resolving a guest concern, coordinating with Housekeeping or helping your team navigate an unexpected challenge. And that's exactly why we're looking for a Guest Services Manager who loves being part of the action.

Responsibilities

  • ● Lead, coach and support our Front Office team, helping them deliver a great guest experience every day
  • ● Be a visible, hands-on leader who is comfortable jumping in and supporting the team during busy periods
  • ● Manage the day-to-day Front Office operation, including team coordination, rostering and operational priorities
  • ● Take ownership of escalated guest concerns and help turn challenging situations into positive outcomes
  • ● Work closely with Housekeeping, Maintenance and other resort departments to keep operations running smoothly
  • ● Help manage busy arrival and departure periods, including days with 250+ check-ins
  • ● Support your team through cabin readiness challenges, guest requests and changing operational priorities
  • ● Train, mentor and develop team members to build confidence and capability
  • ● Use booking, rostering, email and operational systems to keep things organised and moving

Requirements

  • ● Strong Front Office, Reception or Guest Services experience
  • ● Previous people leadership experience, or the capability and confidence to step into your next leadership role
  • ● A genuine passion for creating a great guest experience
  • ● Confidence handling guest concerns and finding practical solutions
  • ● Great communication skills with both guests and team members
  • ● A collaborative mindset and willingness to work across departments to get the best outcome
  • ● Strong organisation skills and the ability to keep your cool when things get busy
  • ● Confidence learning and using technology, including booking systems, rostering tools, email and operational platforms

Nice to Have

  • ● Experience with Newbook or RMS would be a huge plus

Benefits

  • ● Progressive flexibility, leave and well-being benefits to balance all of life's priorities including 5 weeks annual and recreation leave
  • ● Travel discounts on SIXT car rental, cruises, and accommodation at our award-winning NRMA Holiday Parks and Resorts
  • ● Complimentary myNRMA Rewards membership including free Roadside Assistance & discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more
  • ● Discounts on a range of NRM